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Service Desk Technician
5 months ago
Objective:
The End-User Device Associate operates under the general direction of the Enterprise Services Leadership Team and receives guidance from Senior Technicians. Their primary responsibilities include promptly responding to operational break/fix calls, emails, and onsite end-user support requests. Additionally, they will prepare knowledge-based articles and training manuals. This role involves delivering specialized technical support and training services. Collaborating with users across all organizational levels,
Essential Functions:
User Support: · Respond to service requests and inquiries from end-users promptly and professionally. · Provide technical assistance, troubleshoot hardware and software issues, and offer solutions to user problems. · Ensure excellent customer service, including active listening and empathy when dealing with end-users. · Assure continuity of the computer system for all system users in the various centres across the country. · Field telephone calls, e-mail messages, and onsite support requests from employees seeking guidance on technical problems. In responding to these requests for guidance, Service Desk Technicians must listen carefully to the user, ask questions to diagnose the nature of the problem, document the problem, and then patiently walk the user through the problem-solving steps. · Be an escalation point for all Service Desk I Technicians to guide them on issues and workflows. Incident Resolution: · Log, track, and prioritise incidents and service requests using a ticketing system. · Diagnose and resolve technical problems related to computer systems, software, and hardware. · Escalate complex issues to higher-level IT support personnel as needed. Software Support: · Assist end-users in software installation, configuration, and troubleshooting. · Help users navigate and utilize various software applications, including Microsoft Office Suite and other organization-specific software. · Perform software updates, patches, and maintenance tasks. Hardware Support: · Install, configure, and maintain desktops, laptops, printers, and other devices. · Diagnose hardware issues, replace defective components, and coordinate hardware repairs when necessary. · Manage hardware inventory and asset tracking. Remote Support: · Provide remote support to off-site or remote employees, ensuring they have the necessary tools and connectivity. · Troubleshoot network and connectivity issues and assist in setting up virtual private networks (VPNs). Documentation: · Maintain and update documentation of typical issues, solutions, and troubleshooting procedures. · Create and update knowledge base articles to facilitate self-service for end-users. Security Awareness: · Educate end-users on security best practices, including password management, phishing awareness, and data protection. · Assist in enforcing security policies and access controls. Collaboration: · Collaborate with other IT teams to resolve complex issues and implement IT projects. · Work closely with other support staff, including desktop support, network administrators, and system administrators.
Education / Experience:
· A high school diploma or equivalent and a degree in information technology or a related field are a plus.
· Three years of equivalent experience in PC hardware, software, network, and customer service is required. · Previous experience in a service desk or technical support role is preferred but not mandatory.
Desired Qualifications:
· Exceptional logical, analytical, troubleshooting, and problem-solving skills. · Strong technical knowledge of MS operating systems, MS 365 applications, and PC peripherals. · Familiarity with network operations, network hardware/software, and telecommunications equipment. · Strong customer service orientation. · Exceptional customer service and telephone skills. · Outstanding oral and written communication skills. · Ability to manage multiple concurrent projects.
